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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Key Concepts of Service Management | 20% | - Value, outcomes, costs and risks - Service relationships: service providers, consumers, stakeholders - Products and services |
| Topic 2: ITIL Service Value System | 25% | - Governance - Service Value Chain: Plan, Improve, Engage, Design & Transition, Obtain/Build, Deliver & Support - Purpose and components of the Service Value System - Continual Improvement |
| Topic 3: ITIL Guiding Principles | 15% | - Collaborate and promote visibility - Think and work holistically - Progress iteratively with feedback - Start where you are - Focus on value - Optimize and automate - Keep it simple and practical |
| Topic 4: Key Concepts of ITIL 4 | 15% | - Value streams and processes - Partners and suppliers - Organizations, people and culture - Information and technology |
| Topic 5: ITIL Practices | 25% | - Technical Management Practices: Monitoring & Event, Release, Deployment, etc. - General Management Practices: Continual Improvement, Information Security, Relationship, Supplier, etc. - Service Management Practices: Availability, Change, Incident, Problem, Service Request, SLM, etc. |
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NEW QUESTION # 171
Which guiding principle helps an organization to understand the impact of an altered element on other elements in a system?
Answer: B
NEW QUESTION # 172
Which will help solve incidents more quickly?
Answer: D
NEW QUESTION # 173
Identify the missing word in the following sentence:
A customer defines the [?] for a service and takes responsibility for the outcomes of service consumption.
Answer: B
NEW QUESTION # 174
Why should some service requests be fulfilled with no additional approvals?
Answer: B
NEW QUESTION # 175
Which is an example of a service request?
Answer: C
NEW QUESTION # 176
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